Complaints

This profile includes complaints for Cisco Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cisco Systems, Inc.

  170 W Tasman Dr San Jose, CA 95134

• 

  Cisco Systems, Inc.

  800 Main St S Ste 108 Southbury, CT 06488-2278

• 

  Cisco Systems

  500 Northridge Rd # 700 Atlanta, GA 30350-3318

• 

  Cisco Systems, Inc.

  1900 South Blvd STE 200 Charlotte, NC 28203-0067

• 

  Cisco Systems, Inc.

  7209 E. Chestnut Evansville, IN 47715

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a warranty issue with Cisco network equipment.We have purchased the equipment and has been working for almost a year. Now we are trying to get it replaced under warranty.The RMA process Cisco has is designed in such a way to make it as difficult as possible to navigate and get the issue resolved.Cisco has something called Entitlement. When you buy the equipment from a distributor, the Entitled party is that distributor. If that distributor becomes unreachable Cisco would not satisfy the warranty because you're not the entitled party. They send you to other distributors to change the entitlement, which companies will of course ignore you as you have no business with them.They also direct you to talk with your Cisco account manager, which is nowhere listed on any Cisco director under your account. Asking them on the phone who that is, they cannot tell you.So I have been trying to replace the broken equipment for 5 weeks, calling and emailing back and forth with Cisco's *************************** (in ***** of course!!!), and his EVERY reply sounds like an autoreply:**********************************************************************************Please provide us with CCO ID entitled for the support(from An RMA request must come from this company). The request comes from CCO ID: ge**** from Company GE***. Which is not the entitled party for RMA support. Engage with your Cisco Account Team/ / ********************** point of sale contact person in order to provide you with CCO ID entitled for the support(from).I suggest you to contact your Cisco service sales representative or Cisco partner / reseller, in order to obtain support. To locate a Cisco Partner or Reseller, please see: ********************************************************************************* ***********************************************************************************Plain and simple, it's a runaround designed to take you nowhere until you're getting fed up and you give up, spending thousands more on new equipment

  Business Response

  Date: 11/21/2023

  Hello,

  We're sorry to hear about the trouble you've had with the hardware and obtaining support for an RMA replacement. At Cisco we take our warranty service commitment seriously. The escalations team has reviewed the support agent communication attachments you have provided and passed along your feedback. We appreciate the opportunity to learn and serve you better.

  Nonetheless, I regret to inform that the S/N for the device you have provided does not have an associated warranty to your business, Geeks of Technologies, but only to the original point of sale which is our standard warranty agreement. There is no perpetual hardware warranty that extends to other entities beyond the original point of sale.
  
  If you acquired the device from an authorized Cisco reseller, we will gladly review your evidence (proof of purchase, sales order, invoice, etc.) which would be required to investigate further for any authorized chain of re-sale and RMA entitlement.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had trouble communicating with Cisco. I cannot seem to get a live agent. Also, when I try to request help via email, the technicians (who clearly don't speak English natively) never properly answer my questions. My issue is very simple, as it has to do with my business name. They have stylized it incorrectly in the system. The business name is in ALL CAPITAL LETTERS and is a critical component to our woman and minority representation. On an email sent at 7:59pm EST on 11-1-2023, I sent them an email, asking them to fix the issue; I also provided a screenshot of the application that I tried to fill out, and it contained the error. I also attached documentation from my state, as well a screenshot, proving that the stylization was part of the legal business name. Someone named ***************************** responded by telling me to fill out the application, which clearly didn't answer the question. When I pointed out the fact that this person didn't answer my question, at 9pm EST, ***************************** responded by asking me to send the link. Again, this was not possible, as sending the link would not work, as the application was session based. When I pointed that out, someone named *********** replied at 9:23pm EST. This person called me "Sir" (clearly ignoring the fact that I previously identified myself as a WOMAN and MINORITY business owner. Then, they directed me back to the portal in which I tried to fill out the application and told me to fill out a ticket. I was unable to do that in the portal, as it said that it was unable to validate my email address. Please note that on 10-8-2023, at 7:48pm EST, a person named ******************************* also failed to help me and answer my question. That said, I am wondering why something so simple for Cisco to fix is hard to remedy. I just want some help from Cisco so that I can use their products to serve my clients. Why is that so hard?

  Business Response

  Date: 11/06/2023

  Everything is resolved. ****** has created a new user ID with the correct email, and her company's name now appears in all caps.
  

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cisco Duo aka (Duo Security), has made pretty aggressive marketing on social media promising a free Duo speaker for attending their webinar. I attended the webinar on September 14th, 2023 and was told I would receive an email from them about how to obtain this speaker. The (alleged) women running the chat **** and ****, both chimed in to confirm this. I have tried reaching them multiple times via email and all social media accounts to resolve this issue and they simply ignore every attempt.

  Business Response

  Date: 10/09/2023

  Hello,

  We will investigate and get back to you on this matter.

  Thank you

  *************************
  

  Customer Answer

  Date: 10/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  *I have been contacted by the correct point of contact to handle the issue and have settled the issue through email.*
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cisco Systems calls me daily. Never leaves a message. Then repeatedly calls. I blocked each time but to no avail. I called them back and they told me I was a customer. Not true then the calls increased. This should be illegal.

  Business Response

  Date: 10/04/2023

  ************************* is not showing up in the Cisco Systems Database as a customer. There is no record or reason for Cisco Systems, Inc. to be contacting *****. ***** seems to be receiving spam calls.

• Initial Complaint

  Date:09/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: CML (Cisco Modelling Lab) Software License Over a week ago I contact the ********************** Learning Network Store(***) to inquire about purchasing a second CML license; I already own one license that I use for certification training. I am a student working to obtain a Cisco certification. After the *** initially responded after a few day to my inquiry with ambiguous instructions on how to obtain a second license.Then Thursday of last week they suddenly cancelled my existing license - therefore making it impossible for me to continue my studies.I contracted them via phone and email on Friday and during the weekend to stress the urgency of the matter and to respond to my call immediately --- no one bothered to contact me. Today is Monday of the successive week - and after three phone call that I placed to their support team just today --- they still have not bothered to contact me for a resolution. I see no end in sight for this problem that they created.

  Business Response

  Date: 09/26/2023

  ******,
  
  Sorry to hear about your troubles with purchasing a second CML license and having your existing license cancelled. I am here to help you. Would you please provide the following details for your original CML License so I can investigate this for you urgently:
  
  + Cisco.com User ID
  + ************************** email address
  + First Name on order
  + Last Name on order
  + Any other order # information that *** help identify the relevant account
  
  Next, can you specifically describe how we can help you regarding your desire to purchase a second CML license? If you can help me understand your goal, I should be able to walk you through the steps. For example, did you already try purchasing a second CML license on another ************************** account or are you trying to have multiple CML personal licenses under one Cisco.com account?
  
  *******************
  Cisco Escalations

  Customer Answer

  Date: 09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  Monday afternoon I was finally able to speak with someone on the CML team but only after 6 or 7 repeat phone calls throughout the day leaving messages with the *** store to solicit the CML customer support team.  

  The more egregious problem is that they cancelled my existing CML license without informing me a priori.  This resulted in the loss of 5 days of work not to mention the aggravation of connecting with CML support team.

  In any event, it appears we have resolved the issue for now but this has deeply tarnished my trust and esteem of Cisco as an organization.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a CML2 software license from ********************** which did not work on my pc. I searched ****** for 2 days and couldn't find a fix so I opened a ticket. I was told I'd be contacted in 24 hours and after 24 hours past I didn't received a response so I call tech support. I issue was transferred to Certification support and I sent all requested screenshots. I waited another 24 hour and got no response so I called back and was told case would be escalated. I still got no response. I called the 3rd time and ******* told me she did not troubleshoot but will update my case. I am still waiting for someone to respond with a resolution. Case # is Case Number: ******** - CLN- CML License issue.

  Business Response

  Date: 08/25/2023

  CML Personal is a community supported product.  There is a community forum to post questions. There is no TAC support, however, this has been escalated internally. The Engineering Team will follow-up with ****** and resolve his CML issue.

  Customer Answer

  Date: 08/28/2023

   
  Better Business Bureau:
  
  
  This has been resolved. Thank you 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted today by 'Cisco' telling me I would be auto-renewed. I said that I did not want auto-renewal. That I paid a one time fee for their assistance. Little did I know that I didn't need their service at all... It all started when I got a nasty pop up when searching for an item at Home Depot.I clicked on the Ad version instead of scrolling down. Now they say I owe over $6,000 for 'security' service that I signed up for. I DID NOT! I paid a one time fee. The cancellation process was very complicated and my brain was screaming 'WARNING! WARNING!'. This is 2023 and it should not be so difficult to cancel. And when you say you don't want their service, to be threatened with thousands of dollars of fraudulent charges is very disconcerting! I hung up. Ran scans on my computer. Closed out all the stuff they had me open. Stopped all access, I hope. And now I am reporting these people.

  Business Response

  Date: 08/14/2023

  Kindly provide additional details on who contacted along with proof of payment to Cisco Systems, Inc., the product ID, service, serial # or account # so we can further investigate the complaint. So far, details do not match anything Cisco would provide or require a customer to do.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early June, our law firm started using Webex's phone services. On June 28, 2023, our firm ordered a Webex compatible desk phone from Webex's website (********************************************************). We received an Invoice and a Receipt for the payment ($136.94). No follow up emails were ever received, no shipping confirmation, etc. After creating an account on ********************** Shop website, we discovered a "tracking" link to track the phone through **** According to **** the phone was delivered on July 6, 2023, to an address in ******, *****. We are in ***********, **. The phone has never been received. The ************** number listed on the Invoice and on the Webex Shop (**) website goes to *******, and they state that they cannot assist with ** orders. Referred to call **************. Called that number and talked to a ***** in the Philippians. This number can only help with "websites" and orders, not phone services and desk phones. ***** emailed a "link" to another Webex website (******************************************************************************************************************************************) in which to find another number. Referred to call **************. Called and spoke with ***** from ********** who said that he was in "pre-purchasing" and couldn't help. Told me to call the ************** and put in extension "513" -- which is NOT even an option. I was then routed to an answering service that disconnected the call. Ultimately, purchasing anything from this company is FRAUD. They have NO ONE that can help you and continually send you to call 15 different numbers to people all over the world to string you along until you are so frustrated that you finally give up.

  Business Response

  Date: 07/18/2023

  The customer ordered the device on June 28th and it was shipped immediately.  On July 11th the customer contacted us using the email/chat tool on our site Webex.Shop, this was picked up by a Cisco agent on July 13th, at which point Cisco immediately replied informing customer we would investigate.  The device shipped but as the address was a PO Box was returned to our distribution facility in *****.  Cisco obtained a new address and had the device re-sent on July 14th. The customer confirmed receipt and now seems satisfied.
   
  No refund will be processed as the device has been received.
  

  We understand there was dissatisfaction caused mainly as a result of the difficulty in reaching the Webex.Shop team. We are planning changes to our communication channels to improve our service and we thank you for this feedback.

  
  

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I would like to add (and clarify) that the business needs to revise, adjust and clearly state their contact information so that customers can easily reach them in times of need.  It should not have to resort to a BBB complaint to get anything resolved with this business. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is with regard to TAC case ********* We have a Cisco device that failed in production with no changes. Specifically, *** quit working late one evening and did not start working again despite having the remote location reboot the equipment. Show power Inline showed *** enabled, but it did not work on most ports.The fix was to replace it with another, identical unit from our stockpile restoring the exact configuration (at 2 PM)The defective switch was erased and boxed up at the remote location to be shipped back to Cisco for **** Upon opening a TAC case, Cisco is adamant that I need to drive over an hour back to this location and unbox it to run a "show tech."1. It is not going to show anything beyond what "show power inline" shows, which shows *** enabled and working (even though it is not)2. Being it is already erased the "show tech" would not show any logs from when it was running.3. Even if I did run a "show tech," it would need to be on an erased unit (less diagnostic) because otherwise it would take weeks of approval because we are subject to HIPAA, CJIS, and other compliance. 4. Even if we could fix it we would NEVER put it back into production.This unit is covered by SmartNET, which does NOT have any specific, written requirements for any of my team to run any "show tech" commands.Please complete the **** If this is still going to be a problem, then dispatch a Cisco technician under the SmartNET contract, and that individual can run whatever commands on that erased switch that they want.Please email or call me if you would like to discuss. Thank you

  Business Response

  Date: 05/02/2023

  Hello ******,

  We apologize for inconvenience. While we occasionally see an actual hardware failure, we also see *** issues that are fixable with code upgrades, mismatches to MCU firmware, IEEE compliance issues presented by the connected physical devices on the *** ports over time, etc. Further, we see environmental problems raised at the switch installation site. Many issues outside of hardware failure on the switch can lead to *** problems. We have a reasonably good troubleshooting method to isolate the cause of these issues and provide an efficient resolution. We are thankful that you agreed to give the show tech for our review. Even if you replaced the production switch with a spare, we would like to ensure no firmware incompatibility might eventually cause a problem again. Cisco will resolve the issue satisfactorily after reviewing the required data. We will wait for you to upload the show tech. Thank you for your patience and cooperation.
  
  Regards,
  BBB Escalation Team,
  Cisco Systems, Inc.
  

   

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20001839
  
  I am rejecting this response because:

  I had the switch sent courier across the state of ** merely to be able to run the show-tech commands Cisco is adamant I run; I did this out of respect for my Cisco representative who offered to run the commands for me if it was in Columbia.  I ran said commands despite there being no contractual obligation to do that, and Cisco technical support immediately acknowledged on May 4th that the switch is indeed bad and needs replacement for failed ***.  This unit is actively covered under Cisco SmartNet for next-business day replacement, and Cisco opened RMA ********* for replacement on May 4th, but despite the contractual obligation of "Next Business Day" it is now May 12th, and we are still waiting for the replacement.

  
  Sincerely,
  
  ******

  Business Response

  Date: 05/17/2023

  RMA has been issued. We sincerely apologize for the delay and greatly appreciate your patience and cooperation.

  Customer Answer

  Date: 05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this RMA has been completed satisfactory.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:04/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020, my laptop locked up with the claim to call ********* to recover its operation. I called the number (which was not *********). I thought it was a scam, but ended up paying $399.99 to have it recovered by an organization that claimed to be Cisco. After paying the ******, I closed that credit card account. I do not remember being informed that I was establishing a long term contract nor do I remember being asked to sign anything, digitally or otherwise.In early April 2023, I got a call about my Cisco account expiring (its been 3 years and they claimed it was a 5 year contract). I never received any documentation regarding this contract nor have I been asked to pay for such services over that period of time. When I called to cancel, I asked for information about the company (Cisco), its physical mailing address (I was told to ****** them in San Francisco), their customer portal site (they said they dont have one), my account number (customer ID GET *****, my contract terms (only information provided was that I digitally signed in 2020, no offer to send a copy was made nor have I been able to obtain a copy through their website or by asking for one from the contact person).I was informed I needed to pay for the 33 months ($6800/5 years for 33 months = $3740) by making a wire transfer in this amount to clear the pending balance. The manager said they would wait on the line for the call saying the wire transfer had occurred. I refused to make the wire transfer that same day since I wanted to conduct due diligence.The information I was given to send the wire transfer:Account name Unidelivers LLC Routing no ********* Acct no **************** Address ***************************************************** 4/22/23 I went to Cisco to try to sign in to my account to verify information. When I tried to start an account, I wasnt able to set one up and since then customer service has not been helpful in retrieving information related to my account.

  Business Response

  Date: 04/27/2023

  BBB and *********************************
  
  With the information made available, we are unable to find any Cisco accounts or services. Moreover, Cisco would not ask a customer you to send a wire transfer while a person waits on the phone for payment. Please provide us with specific details such as Cisco service or product name, Account # or Serial #. Without any of this information we are unable to progress our investigation in this matter.

  Thank you

  BBB Escalation Team
  

  Customer Answer

  Date: 04/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The phone calls I have received appear not to be from Cisco and is part of a scam. I feel confident I do not need to pay the amount that has been asked of me to cancel a service I never signed up for.

  Thank you for helping me to confirm my suspicions and to ease my mind about this matter.

  
  Sincerely,
  
  *********************************